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Critical Incident Management Analyst Jobs (NOW HIRING)

HMG America

Incident Manger

Jackson, MI · On-site

... analysts, Service Desk Manager, Critical Incident Manager and Incident Managers understand their specific responsibilities in Incident Management process Manage Incident Management 'Process Set-up ...

Hmg America Llc

Incident Manger

Jackson, MI · On-site

Insure that the Service Desk analysts, Service Desk Manager, Critical Incident Manager and Incident Managers understand their specific responsibilities in Incident Management process * Manage ...

Typical Life Corporation

... utilize critical-thinking skills in managing the workflow and decision-making responsibilities ... analysis as defined by ODP.The Incident Management Coordinator is responsible to: · Ensure that ...

krg technology inc

Java Developer

San Jose, CA · On-site

$59.75 - $77.25/hr

Critical Incident Management Analyst Location : PLANO,, TX Duration : Contract The role is responsible for the execution of the Global and North America Critical Incident Management processes (key ...

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As of Sep 9, 2026, the average hourly pay for critical incident management analyst in the United States is $38.31, according to ZipRecruiter salary data. Most workers in this role earn between $28.85 and $43.51 per hour, depending on experience, location, and employer.

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Incident Manger

Jackson, MI • On-site

HMG America
IT Services • 11 - 50 employees
Learn more about HMG Americaexternal

Full-time

Re-posted 10 days ago

Key responsibilities

  • Conduct trainings on Incident Management process and Tool within the Steady State Operations staff.

  • Manage Incident Management 'Process Set-up data' in the Service Management Tools, including SLAs, OLAs, notifications, and escalations.

  • Provide means for efficient handling of Critical Incidents and work with related processes to optimize interfaces and improve incident handling.

Job description

Job Title : Incident Manger Location : Jackson, MI Duration : Full-Time (Perm.) Job Description: Conduct trainings on Incident Management process and Tool within the Steady State Operations staff to insure that they understand their respective responsibilities Insure that the Service Desk analysts, Service Desk Manager, Critical Incident Manager and Incident Managers understand their specific responsibilities in Incident Management process Manage Incident Management 'Process Set-up data' in the Service Management Tools - this includes SLAs, OLAs, Notifications, automatic escalations, user feedback surveys etc. Changing needs of the process in the organization and the process data in the tool need to be aligned on an ongoing basis. Rarely does it happen that the Incident Manager raises an RFC on the Service Management Tool to make changes in the tool data to add/modify/improve the way the tool should support the changing needs of the Process

Provide adequate means for efficient handling of Critical Incidents, example: IVR updates, Operations Bridge, Contact lists, 'War Room' etc Work with the Event Management Process owner to optimize the interfaces between Event Management and Incident Management process and tools. Help the Event Management Process to mature by providing inputs on : False positives because of which Incident tickets were opened wrongly Incidents which the Event Management process and tools missed and should be included in the purview of Event Management going forward Continually improve the alignment of Incident Priorities by improving communication with those responsible for planning and managing service availability management and improvement initiatives (rarely do we find a named Availability Manager in the organizations - Normally this is a reactive, distributed responsibility across various tracks) Guide and enforce that the Incident Managers to recognize situations where they should open Problem Tickets Periodically audit Incident records and coach the Incident Management staff to Insure that 'ticket hops' are reduced to the minimum Avoid possible misuse of 'Pending' status by resolving groups Enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents Quality of updates being made into the Incident Records Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB etc.

Detect Incidents that were solved but not logged. These will always exist, irrespective of the maturity of an organization. VIP Incidents are a classic example.

Even if VIPs don't log their own Incidents, the IT staff should log them on behalf of the VIPs. Policy makers themselves are, most conveniently, the policy breakers. Explore the opportunities for using 'self-help' tools in the interest of process efficiency.

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